Photoshop
Ngarukiye Nasser
Poznan,Wichrowe Wzgórze
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Customer Service Specialist
Euro Week Foundation
Bystrzyca Klodzka
03.2022 - 11.2022
- Managed over 60 customer calls per day regarding to complain complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Increased sales by 25% where applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
IT Support Specialist
Beehoops ltd
Kigali-Rwanda
02.2020 - 01.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Answered questions and provided information to customers about new software or hardware.
- Delivered onsite technical support for 40 employees
- Managed high levels of call flow and responded to over 60 technical support needs
Data Research Analyst
National Institute of Statistics of
Kigali
04.2018 - 09.2020
- Analyzed large datasets to identify trends and patterns in customer behaviors.
- Modeled predictions with feature selection algorithms.
- Devised and deployed predictive models using machine learning algorithms to drive business decisions.
- Applied loss functions and variance explanation techniques to compare performance metrics.
- Compiled, cleaned and manipulated data for proper handling.
- Developed polished visualizations to share results of data analyses.
- Analyzed large volume of data to identify patterns, trends and correlations
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights
- Managed over 50 customer email per day
IT Technician
Rwanda Development Board, RDB
Kigali-Rwanda
05.2014 - 03.2018
- Maintained office PCs, networks and mobile devices.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to over 30 support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured systems according to prescribed software and hardware frameworks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and computers
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms
Education
Master of Arts - Agri Food Economics and Trade
Poznan University of Life Science
UL.Wojska Polskigo, 606337, Poznan 09.2021 - 07.2023
Bachelor of Science - Information Technology, Software Engineering
Adventist University of Central Africa Auca.ac
Kigali-Rwanda 09.2014 - 10.2018
Diploma - Diploma in Airport Operation
University of Tourism Technology &Business Studies
Kigali 03.2013 - 05.2015
Skills
Maintenance and Repair
Analytical and Critical Thinking
Planning and Coordination
Decision-Making
Excellent customer service
Wireless area networking
Helpdesk call support
Technical equipment inspection
Operating system management
Risk mitigation planning
Documentation and reporting
Technical Analysis
Data analysis
Service and supply support
Logistics Management
Good communication skills
Software
Graphic Designer
Certification
Certificate of Business Consulting Program from Grow movement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Customer Service Specialist
Euro Week Foundation
03.2022 - 11.2022
Master of Arts - Agri Food Economics and Trade
Poznan University of Life Science
09.2021 - 07.2023
Certificate of Business Consulting Program from Grow movement
12-2020
Certificate of Social Enterprise program from Acts of Gratitude
05-2020
IT Support Specialist
Beehoops ltd
02.2020 - 01.2021
Data Research Analyst
National Institute of Statistics of
04.2018 - 09.2020
Bachelor of Science - Information Technology, Software Engineering
Adventist University of Central Africa Auca.ac
09.2014 - 10.2018
Certificate of Who is your customer from Massachusetts Institute of Technology MIT
09-2014
IT Technician
Rwanda Development Board, RDB
05.2014 - 03.2018
Diploma - Diploma in Airport Operation
University of Tourism Technology &Business Studies
03.2013 - 05.2015